They’re about halfway there to be honest. Best way to calm a customer is to tell them it’s not their fault, you’d be frustrated in their position too and you’re gonna solve it.

Being on their side and blaming the technology/corpo works surprising wonders.

I'm so sick of "I'm sorry that you are having this problem that my company has created on purpose to take advantage of you. Let me place you on hold, then reconnect you to the A.I. AVR system, and then hang up on you."

I fucking wish. I have to play therapist half the time just to find out their teams chat isn't loading

Totally depends on the person.

It’s probably a good thing I no longer work in a callcenter, because I would definitely have trouble not responding to every problem with “God, Microsoft is the worst isn’t it? Every single problem you’ve ever had is their fault.” Followed by a 20 minute rant on monopolies and anti-AI rage. Then I would reset their password like they asked.

Aortic Valve Replacement?
Sorry, I'm really not familiar with this acronym.

Automated voice recording?